Abstract: In order to provide better and more personalized ticketing services to railway passengers, this paper combined with the current situation of the railway customer ticket service, based on the method of building knowledge base with knowledge atlas technology, analyzed and studied the application of intelligent technology in railway customer service field and promote the self-service answering service channel, and designed the scheme of intelligent passenger service system for railway 12306 Internet ticketing and reservation system. This scheme can not only reduce the pressure of manual customer service, enhance the personalized setvice experience of users, but also embody the concept of people-oriented.